VTrckS Connection Newsletter
The Contact Center
You have likely interacted with the Vaccine Order Management Contact Center multiple times over the past year, and this important resource will remain the first line of support for VTrckS questions in the post-deployment phase. With that in mind, we’ve gathered some information and insights from our dedicated Customer Service Representatives (CSRs) to help enhance your future interactions with them.
Fast Facts about the Contact Center
6 Customer Service Representatives (CSRs)
Location: Phoenix, AZ
Calls per Day (on average): Between 5 and 36 received; ~22 made outbound
Call Handle Time: ~10 minutes, on average
Emails per Day: ~60 received; Similar number sent outbound
Hours: 8 AM - 8 PM ET, M-F
Whenever a VTrckS user calls or emails the Contact Center with an issue, a Service Request (SR) tracking ticket is immediately created to ensure that the issue is dealt with appropriately and timely. Since VTrckS Release 2.0 went live in February 2012, the Contact Center has opened more than 10,000 service requests, averaging about 735 per month. Its CSRs continually receive excellent ratings for the quality of their support and customer service provided.
One of the most important ways for awardees and providers to facilitate their interactions with the Contact Center is to ensure they have installed and can run the Microsoft Live Meeting software on all computers that will be used to access VTrckS. That way, if they call in with a technical problem, they can enable the CSR to actually see their screen and provide targeted assistance. You can find more information on Live Meeting on the Microsoft website.
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